Terrible Customer Service at Nedbank Call Centre

Have been having the worst experience thus far with Nedbank Call Centre, they literally listen to all you have to say, and then transfer the call to another person who is like super confused at what they doing, and have no clue as to how to response. In a fast pace time when we need to be above ourselves how do we continue if our banks alone cannot keep to standards. I needed advice on how to get our accounts going as it was locked due to FICA purposes, and since the organization I belong to under small business all the assistants seem so confused. When you ask in advance to be put to the correct department you are transferred to the actual center management of the mall that the branch is in and not the branch itself. You can never get hold of the branch itself so what does a client do in order to get service. Nedbank to my knowledge has always had high standards but for some reason they are not keeping up to that